Difference between revisions of "Update Action Item"

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{{bluebanner|[[Main Page|Home]] > Service Manager|[[:Category:Service Manager|Index]]}}
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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/update-action/ Hornbill Document Library].
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{{Breadcrumb|[[Main Page|Home]] > [[Service Manager]] > Update Action|Service Manager}}
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{{Section|
 
==Introduction==
 
==Introduction==
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The Update Action within a request enables the manual updating on a  particular request. Updates are recorded in the Timeline of the request, alongside the other update types to provide an audit trail of all actions for each request.  
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The Update Action item in a request allows a user to submit a post to the timeline of a request (also known as an Activity Stream) to communicate, discuss, or collaborate on the request with colleagues or the customer. As every action item in a request results in a timeline post, the timeline forms an audit trail of all actions performed on a request. You can control who can see each update by selecting the visibility level.|
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{{RightBox|Related Articles|
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== Related Articles ==
 
 
:* [[Collaboration]]
 
:* [[Collaboration]]
 
:* [[Wiki_Markup|Wiki Mark Up]]
 
:* [[Wiki_Markup|Wiki Mark Up]]
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:* [[What_are_mentions%3F|What are Mentions]]
 
:* [[What_are_mentions%3F|What are Mentions]]
 
:* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control]]
 
:* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control]]
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===Update Content===
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[[File:YouTubeActionUpdate.png|right|300px]]
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== Supported Content ==
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=== Links and Embedded Content ===
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[[File:YouTubeActionUpdate.png|right|400px|thumb|link=https://wiki.hornbill.com/images/e/e3/YouTubeActionUpdate.png|<div align="center">'''Media can be embedded in the request timeline'''</div>]]
  
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The content of an update can be a combination of text, image and or embedded multimedia / hyperlinks. Examples include:
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The timeline of a request supports text, image, and embedded multimedia / hyperlinks. Simply cut and paste the content, or link you wish to share in the content box. Examples include:
 
* Sharing a link to a youtube video, which can be viewed in the update from the timeline of the request
 
* Sharing a link to a youtube video, which can be viewed in the update from the timeline of the request
 
* links (URL) to another request, workspace post, or document in Hornbill).
 
* links (URL) to another request, workspace post, or document in Hornbill).
  
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Simply cut and paste the content, or link you wish to share in the content box, view the related article on embedding rich media for more information.
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Click here for more information on [https://wiki.hornbill.com/index.php?title=Activity_Stream_Integrations '''Hornbill Activity Streams'''].
  
 
===Wiki Mark-Up===
 
===Wiki Mark-Up===
  
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For easy formatting of update content, a sub-set of wiki markup can be used for decorating text, with italics and bold,  creating bulleted or numbered lists etc.
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For easy formatting of update content, a sub-set of [https://wiki.hornbill.com/index.php?title=Wiki_Markup '''Wiki Markup'''] can be used for decorating text, with italics and bold,  creating bulleted or numbered lists etc. Use Ctrl+I or Ctrl+B keyboard short cuts to enable/disable italic and bold text as you type.
  
 
===Mentions===
 
===Mentions===
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* Simply type @ followed by the co-workers name to mention them in the update content box
 
* Simply type @ followed by the co-workers name to mention them in the update content box
 
* Co-workers will only be able to follow the link in a notification and view the request they are mentioned in, if they are part of a team which supports the service against which the request has been raised, and if they have the rights to view the particular request type.  In addition if they have had their rights elevated by being added as a member to the request, they will also be able to view the individual request they have been mentioned in.
 
* Co-workers will only be able to follow the link in a notification and view the request they are mentioned in, if they are part of a team which supports the service against which the request has been raised, and if they have the rights to view the particular request type.  In addition if they have had their rights elevated by being added as a member to the request, they will also be able to view the individual request they have been mentioned in.
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Click for more on [https://wiki.hornbill.com/index.php?title=What_are_mentions%3F '''mentions'''].
  
 
== Visibility ==
 
== Visibility ==
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<br>
 
<br>
 
<br>
 
<br>
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===Customer Update Notification===
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===Customer Email Notifications===
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Decide if the customer of the request should receive an email notification that an update has been added to their request.  This can be configured per Service and Request Type under the '''Config''' and Action Items view on each Service.
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Email notifications can be sent to the customer of the request each time an Update is added with the visibility level of ''Customer''.  These emails can contain links back to originating request to allow the customer to read and respond to the updates. Subsequent comments that are made below a customer visible update will also provide an email notification to the customer  This is a great way to keep the customer up to date.
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{{Infobox|'''Setup''' <br>It is important that the following has been set up in order for the customer to receive the updates by email.
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::* '''Service Mailbox'''
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::: Set [[Service Details#Default Mailbox|a default mailbox on the service]] and/or on the Request Types for the service
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::* '''Shared Mailbox Access'''
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::: Make sure that all the analysts that will be updating the request have access to the [[Shared Mailboxes|mailbox]] set on the service.
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::* '''Default Email Template'''
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::: A default Email Template called '''CustomerTimelineUpdateNotification''' has been provide for you.  Emails sent to customers will be based on this template. You can modify this [[Email Templates|email template]] to suite your needs.
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::* '''Email Template Setting'''
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::: If you want to create a new email template for this purpose, update the [[System Settings|system setting]] '''guest.app.requests.notification.emailTemplate.customerTimelineUpdate''' with the name of the new email template.
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::* '''Email Notification Setting'''.
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::: This setting '''guest.app.requests.notification.emailMailbox''' defaults to ''helpdesk'' on installation.  This needs to be changed to the name of the mailbox that you wish to use for notifications from Service Manager.
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::* '''Notify Customer'''
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::: Enable the '''''Notify Customer''''' option on the [[Services_Request_Configuration#Incident_Configuration|Request Action configuration]]
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}}
  
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If enabled, the customer of the request will receive an email notification when an update is posted to the timeline with the "customer" visibility. The email content can be configured in the default email template called '''CustomerTimelineUpdateNotification''', this includes a link back to the employee portal or customer portal, depending on the type of customer of the request. The template can be edited as needed from ''Hornbill Administration > System > Email > Email Templates'' or a new email template can be created. If creating a new template, the system setting "'''guest.app.requests.notification.emailTemplate.customerTimelineUpdate'''" must be updated with your chosen template. The setting is found in ''Hornbill Administration > Applications > Service Manager > Application Settings''.
 
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== Update Linked Requests ==
 
== Update Linked Requests ==
 
If there are linked requests associated to the request that you are working on, you are able to send an update to the Timeline of these linked requests
 
If there are linked requests associated to the request that you are working on, you are able to send an update to the Timeline of these linked requests
  
 
=== Setting ===
 
=== Setting ===
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[[File:SmUpdateLinkedRequests.png|right|400px|link=https://wiki.hornbill.com/images/9/9f/SmUpdateLinkedRequests.png|thumb|<div align="center">'''An Update can be applied to selected linked requests at the time of posting'''</div>]]
 
This feature is turned off by default and can be enabled in ''Hornbill Administration > Applications > Hornbill Service Manager > Application Settings''.
 
This feature is turned off by default and can be enabled in ''Hornbill Administration > Applications > Hornbill Service Manager > Application Settings''.
 
{{bullet1|app.request.update.enableLinkedRequestAction|Enable the option to update linked requests against a request through the Update tab}}
 
{{bullet1|app.request.update.enableLinkedRequestAction|Enable the option to update linked requests against a request through the Update tab}}
  
 
=== Using ===
 
=== Using ===
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[[File:SmUpdateLinkedRequests.png|right|350px|link=https://wiki.hornbill.com/images/9/9f/SmUpdateLinkedRequests.png]]
 
 
If there are requests linked to the request you are working on, the Update button within the Update Action will include an arrow that exposes the option to update the linked requests.  Selecting the option to ''Update this and linked requests...'' will display a dialog box that lists the linked requests.  
 
If there are requests linked to the request you are working on, the Update button within the Update Action will include an arrow that exposes the option to update the linked requests.  Selecting the option to ''Update this and linked requests...'' will display a dialog box that lists the linked requests.  
  
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{{infobox|Updating linked requests is a one way update. If updates are made on the updates in the linked requests, the originating request will not have visibility of these comments.}}
 
{{infobox|Updating linked requests is a one way update. If updates are made on the updates in the linked requests, the originating request will not have visibility of these comments.}}
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[[Category:HDOC]]
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[[Category:Service Manager]]
 

Latest revision as of 22:41, 1 February 2024

This document can now be found at its new location in the Hornbill Document Library.

Update Action

Retrieved from "https://wiki.hornbill.com/index.php?title=Update_Action_Item&oldid=31887"